Exceptional Customer Service

Why are we surprised when we receive exceptional service? Is it because customer service is now the exception rather than the rule – an oxymoron in fact?

Providing “good” customer service is no longer good enough – if you want to stand out from your competitors your organisation has to deliver service that is outstanding and deliver it at every customer interaction. Keeping your existing customers is far more cost effective than acquiring new ones, so doesn’t it make sense to invest in keeping the customers you already have?

This course:

• explains why exceptional service is so important;
• it provides skills required to deliver world-class service;
• shares methods on how to grow existing client relationships;
• helps you build loyal relationships with customers that result in tangible return on your bottom line

Effective Communication

Do you ever feel that other people do not take you seriously, listen to what you have to say or engage in dialogue? Do you wish your could be more confident, self-assured and authentic in those situations where you feel uncomfortable?

Effective communication is pivotal to building and maintaining lasting relationships both with internal and external customers. Without doubt, unless you are a company of one, at some time or another, communication will go awry through no one’s fault or intention – it is just the way it happens. Maybe you have pockets of ‘them and us’ - marketing vs sales, management vs reps or you might have cross-functional teams or virtual teams whose ability to communicate efficiently is vital for business success. Communication skills have to be honed and developed on an on-going basis as even the best communicators can have their skills undermined when they get wrong-footed, face potential humiliation, feel misunderstood or get really surprised by someone else’s behaviour. If your business has groups of people who simply have to communicate then Effective Communication training is what you need.

This programme will:

• provide techniques to establish instant rapport;
• allow participants to understand their own communication style to maximise connections with others
• teach empathic listening techniques and questioning to ensure understanding
• describe assertive, submissive and aggressive communication
• provide the skills to react calmly and positively in challenging situations
• teach strategies to diffuse challenging behaviours and situations